Yayzi - CityFibre - York – Incident details

Major Incident Management can confirm Services have now been fully restored for all affected customers. The on-site specialist electrician has confirmed that the issue was caused by the FEX overheating, which led to a power failure within the rack. CityFibre is currently arranging for the appropriate team to attend the York FEX site to repair the failing AC unit responsible for the power issues. In the meantime, Magdalen will remain on-site overnight to monitor the rack's power supply and ensure no further disruptions occur. At this time, the estimated time of arrival for AC support is yet to be determined. However, it has been confirmed that this will not take place until later today. Major Incident Management will remain engaged in overseeing the incident but will place it on hold until 10:00 AM to allow time for a confirmed ETA for the AC support team.

Major Incident Management can confirm that a specialist electrician is currently en route to the site, with an estimated arrival time of 22:30. Upon arrival, a thorough investigation will be conducted to determine the root cause of the recurring outage. Completed Actions: - ETA of Engineers 22:30

We believe the issue is related to the previous outage earlier today, we are still awaiting information from CityFibre to confirm this.

We've received reports that customers in York are again experiencing issues. This has been raised to CityFibre and we're awaiting an update.

Following a hands-on inspection by FLM, it was confirmed that the issue was power-related. A CityFibre M&E engineer conducted a live call with the on-site FLM engineers to walk through the necessary steps, ensuring all switches were in the correct position and none had tripped. During this process, it was identified that a breaker switch on the rack had been triggered, causing the loss of power to the York router. The on-site FLM engineer reset the breaker to its original state, and the CityFibre NOC has since confirmed that both the link and the router have been fully restored. Major Incident Management has agreed to place the incident under monitoring until 17:00 to ensure no further issues arise.

Major Incident Management has conducted an additional bridge call with the CityFibre NOC and M&E teams. Currently, FLM engineers are on-site at the York FEX performing hands-on troubleshooting to identify the root cause. Once the on-site investigations are complete, CityFibre will proceed with the correct action to restore the affected services. Completed Actions: - FLM on site - Hands-on troubleshooting to identify the root cause is underway.

The Major Incident Team is currently investigating an issue affecting customers in York. We are actively working to identify the root cause and resolve the problem as quickly as possible. Major Incident Management has conducted an initial call with the CityFibre NOC, and all resolver teams—FLM, ERS, and Magdalene—have been engaged to restore service promptly. We are currently awaiting an ETA from these teams. Once the ETA is confirmed, Major Incident Management will provide an update with the agreed time. Further updates will be shared as the incident progresses. Completed Actions: - MI Process Invoked - CityFibre NOC Engaged - FLM Engaged - ERS Engaged - Magdalene Engaged Next update at: 13:30

Update from CityFibre: We are aware of an ongoing incident affecting a number of services. Our Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis. We apologise for the inconvenience caused. Our main priority is to deliver the levels of service that our customers deserve and as such we have invoked our Major Incident Process. CityFibre are working to affect a full restoration as soon.